Consult our trainings :
ITIL® Foundation v3 Training
- Program
- Participants / Prerequisite
- Intra/Tailored
The purpose of this seminar is to give an overview of ITIL that can enable you to learn, understand and use the best practices promoted in ITIL and thus establish the baseline from which you can improve the management of your organization. In particular, you will discover its language and processes. This seminar will also provide an opportunity to think about professionalism in the context of Information and Communication Technology. The instructor illustrates the points presented in this course with many examples taken from real projects.
General presentation of ITIL and of Service Management
- ITIL History: origins, players.
- ITIL Approach - best practices; ITIL and IT Governance.
- ITIL Ethos and main related concepts.
- Service Management and its life cycle.
- Using ITIL: documentation structure.
Service Strategy
- Definition: Service, Service Strategy and Service Management.
- Service Strategy principles.
- Processes and organization.
- Implementing Service Strategy.
Service Transition
- Service-Transition principles.
- Processes and organization.
- Implementing Service Transition.
Service Operation
- Service Operation principles.
- Processes and organization.
- Implementing Service Operation.
Continuous Service Improvement
- Continuous Service Improvement principles.
- Processes and organization.
- Implementing Continuous Service Improvement.
ITIL Use and Implementation Plan
- The instructor describes how to implement ITIL best practices and suggests a project template for developing ITIL processes and restructuring Service Desk activity.
- An exercise based on a concrete case will allow participants to confirm and consolidate their understanding of the subject.
Conclusion: certification and self-assessment
- ITIL and certifications: presentation of certification norms for organizations and persons.
- ITIL and you: Analysis of self-assessment results and identification of an initial action-plan.
Hands-on work
During this seminar participants will use a self-assessment questionnaire allowing them to evaluate the functioning of their own organization with regard to ITIL best practices. With the instructor's help, they will think about and answer numerous questions related to the implementation of ITIL best practices within their organizations: How and where to begin? How to organize the Service Desk? Is the IT Project Department concerned about ITL best practices? How to draw up an SLA? Which indicators must be implemented to monitor SLAs? Etc.
Preparation
- This certification is the first level in the ITIL curriculum. The exam involved asks 40 multiple-choice questions and lasts one hour. Each question can have only one correct response. Certification is awarded to those participants having answered at least 26 questions correctly. The exam is monitored by an examiner independent of the instructor. The test papers are sent to EXIN to be corrected; results arrive within approximately three weeks.
Participants who wish can register for an optional day that includes ITIL-certification preparation and the certification exam itself. During this day, a review and summary of concepts and processes is followed by a practice test corrected collectively by participants and instructor. The official ITIL Foundation exam is then taken.
